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Senior Manager, Customer Success

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements, and add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


Hybrid in San Antonio, TX


Key Responsibilities
  • Manages customer support functional activities for all products and contributes to overall service profitability.
  • Uses staff and systems in the customer support area efficiently and productively.
  • Improves quality and responsiveness of customer support staff and resources.
  • Improves interaction and service between customer support and other functional areas of company.
  • Manages technical customer support center specialists for all products.
  • Schedules staff to adequately handle call/e-mail volume at any point in time.
  • Monitors progress and number of telephone calls/e-mails made.
  • Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination, as necessary).
  • Contributes to overall service revenue.
  • Generates new and creative ideas to sell add-on services.
  • Promotes sales of various service options.
  • Promotes and maintains a high quality, professional, and service-oriented company image among users.
  • Manages company’s technical customer support center specialist activities.
  • Ensures resolution of customer problems received via the telephone and/or internet.
  • Coveys customer feedback to product development staff.
  • May develop opportunities for billable time with billable service managers.
  • Erroneous decisions will have a long- term effect on the company's success.
  • Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters.
  • Influences policymaking.


Knowledge and Skills
  • Intermediate understanding of the IT industry and various technologies
  • Intermediate knowledge of the Rackspace product portfolio, servers, and computer hardware
  • Intermediate understanding of Cloud technologies and working practices
  • Administrative Skills
  • AR/Billing Software Tools
  • Budget Management
  • Client/Customer Service
  • Coaching/Counseling
  • Cost-benefit Analysis
  • Customer Relationship Management
  • Data Analysis
  • ERP Software Skills
  • Formal Writing Skills
  • MS Excel Skills
  • Negotiation Skills
  • Presentation Building
  • Process Improvement
  • Public Speaking
  • Query Resolution Skills
  • Revenue Risk Assessment/Identification
  • Stakeholder Management (external/internal)
  • Technical Troubleshooting


Qualifications
  • High School Diploma or regional equivalent required
  • Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
  • ITIL Certification preferred
  • 8 - 10 years of relevant work experience required
  • A minimum of 2 years of experience in direct people management required


#LI-AW2

Average salary estimate

$100000 / YEARLY (est.)
min
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$80000K
$120000K

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What You Should Know About Senior Manager, Customer Success, Rackspace

At Rackspace, we're looking for a dynamic Senior Manager, Customer Success to join our team in San Antonio, TX. In this role, you will provide strategic leadership to our customer service operations, ensuring that our pre- and post-sales services are top-notch. You'll manage customer retention efforts by resolving concerns and developing effective contact strategies. Your analytical skills will shine as you identify opportunities for improving service delivery, leading to enhanced customer satisfaction. You'll oversee the customer support team, drive process improvements, and liaise with various departments to address client inquiries related to production, billing, and delivery. By leveraging your expertise, you'll contribute to the profitability of our services and help maintain our high-quality, professional image in the industry. If you are a natural leader with a background in IT and customer management, this could be a fantastic opportunity to elevate your career while making a real difference for our clients.

Frequently Asked Questions (FAQs) for Senior Manager, Customer Success Role at Rackspace
What responsibilities does a Senior Manager, Customer Success at Rackspace have?

The Senior Manager, Customer Success at Rackspace is responsible for providing strategic leadership, managing customer retention activities, and ensuring the delivery of high-quality pre- and post-sales services. This role involves improving customer support functionalities, liaising between departments, and analyzing operational processes to enhance service delivery.

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What qualifications are needed for the Senior Manager, Customer Success position at Rackspace?

Candidates for the Senior Manager, Customer Success role at Rackspace need a Bachelor's Degree, ideally in a related field. Additionally, 8-10 years of relevant work experience and a minimum of two years in direct management are required. ITIL Certification is preferred, highlighting candidates' understanding of industry best practices.

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How does a Senior Manager, Customer Success at Rackspace ensure customer satisfaction?

To ensure customer satisfaction, the Senior Manager, Customer Success at Rackspace actively seeks feedback from clients, addresses their concerns promptly, and leads continuous improvement efforts in service delivery. This role is crucial in promoting strong communication between departments, thereby enhancing responsiveness and overall service quality.

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What skills are essential for a Senior Manager, Customer Success at Rackspace?

Essential skills for the Senior Manager, Customer Success at Rackspace include a solid understanding of IT and cloud technologies, strong administrative abilities, and interpersonal skills. Proficiency in AR/Billing tools, negotiation, data analysis, and process improvement are also critical to excel in this role.

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What is the work environment like for a Senior Manager, Customer Success at Rackspace in San Antonio?

The work environment for a Senior Manager, Customer Success at Rackspace in San Antonio is hybrid, enabling a blend of remote work and in-office collaboration. This flexible setup allows for efficient teamwork while maintaining a strong focus on customer engagement and service excellence.

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Common Interview Questions for Senior Manager, Customer Success
Can you describe your experience in managing customer service teams?

In your response, highlight specific examples of your leadership style, how you motivate staff, and the positive outcomes of your management efforts. Employers look for proven strategies in building an effective team.

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How do you ensure that customer feedback is effectively incorporated into service improvements?

Discuss the processes you implement to gather customer feedback, such as surveys or regular check-ins, and how you translate this data into actionable changes. This showcases your commitment to continuous improvement.

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What strategies do you use to handle escalated customer complaints?

Provide examples of conflict resolution techniques you have used in the past. Emphasize your ability to listen, empathize, and work towards a resolution that satisfies the customer while balancing company policies.

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How familiar are you with the ITIL framework, and how have you applied it in your previous roles?

Detail your understanding of ITIL principles and how they correlate with customer service management. Mention specific instances where you’ve applied ITIL practices to enhance service delivery.

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What metrics do you consider critical when measuring customer success?

Discuss important KPIs such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer retention rates. Highlight how you use these metrics to inform your strategies.

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Can you share an example of a time you improved a process in customer service?

Offer a detailed example of a process you analyzed, the improvements you proposed, and the impact those changes had on efficiency and customer satisfaction.

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How do you balance the need for excellent customer service with company profit margins?

Explain your approach to aligning service delivery quality with business objectives. You can mention the importance of effective resource management and creating upsell opportunities.

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How do you handle training and development for your customer service team?

Describe your methods for assessing training needs, designing development programs, and ensuring ongoing support for the team to enhance their skills and service effectiveness.

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What role does technology play in your customer service strategy?

Talk about the software and tools you leverage to streamline operations, enhance communication, and improve customer relationships, and how you stay updated on emerging technologies.

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What do you think makes a successful customer success manager?

Identify key traits such as empathy, analytical thinking, strong communication skills, and a proactive approach to problem-solving as vital qualities for success in this role.

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Founded in 1998, Rackspace provides multi-cloud computing solutions and services. Offering advising to customers based on business challenges, designing solutions, building, and managing solutions. The company is headquartered in San Antonio, Texa...

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Full-time, hybrid
DATE POSTED
March 18, 2025

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